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Vivint Smart Home Security Reviews (5262)

Thank You. I accept the offer and I am waiting to receive the check. That is all I wanted.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

November 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: July 18, 2013         To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges she did not agree to the initial term of sixty months, and Vivint has left her home unprotected. Ms. [redacted] desires the cancellation of her account without penalty. Vivint’s records indicate that prior to the installation of any equipment; Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home. The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on July 15, 2013.  During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months. She also represented that she would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.    Vivint’s records further indicate Ms. [redacted] contacted Vivint on October 14, 2015 about a concern with her panel. Ms. [redacted] was unable to provide the verbal password attached to her account, so Vivint was unable to assist Ms. [redacted]. The countdown Ms. [redacted] refers to in her complaint is the exit delay. The delay is programed into the system to allow the customer to leave the home before the system is armed. This count can be lowered if Ms. [redacted] feels the exit delay is too long. Ms. [redacted] may contact Vivint at ###-###-#### for assistance; Ms. [redacted] will need to provide her verbal password in order to troubleshoot. Vivint has no record of a vulnerability in their system.Cancellation of the account is not warranted at this time. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 55% off the payoff amount, bringing it to $[redacted]. If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will be accepting the $[redacted] buyout to end the contract, not signing another one. Vivint has already threatened to take more out of my account if I don't get this taken care of promptly. I hope that other prospective customers read these complaints and think before they go with better more customer friendly businesses. Worst experience with any business I have ever experienced. Still isn't over.
Sincerely,
[redacted]

After looking in my junk box I noticed there is one in there. But I would not call that superb customer service, a phone call seems more legitimate especially this far in escalation. I do not need help setting up the sensitivity. When they came out to replace the camera this was done as well as two other times that I called it has also been reset. I did email a rep who reached out last week and she scheduled to have someone come out July 17th to recheck them. The 17th is a long way out but this seems to be a lose lose with this company so right now i'll take whatever crumbs they throw out. Their idea of customer service is a joke and if an email is their idea of serving a customer then they all need a lesson and training in customer service. Absolutely dissatisfied with this company and I hope others read these complaints before they get suckered in to this scam. Since my issues with this company started I have been reading reviews and it looks like i'm not alone. If this issue is not resolved I will not hesitate to seek legal help. All i'm asking for is my cameras to work properly in a timely manner and i'm getting the run around. This is not right and vivint should be ashamed!!!!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

October 5, 2016Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement:  March 15, 2013 To Whom It May Concern: In her rebuttal, Ms. [redacted] includes a picture of a page of her bank statement from January 2016, and a fax confirmation page.  Vivint maintains its position that cancellation of Ms. [redacted]’s past due balance of $344.95 is not warranted based on her dispute of a payment in January 2016. Vivint has applied three (3) months credit for any inconvenience the payment dispute may have caused.  The amount of this credit is more than the amount of the disputed monthly payment.Vivint appreciates the documentation Ms. [redacted] has provided.  Unfortunately, no conclusion can be drawn from the document as the charge from Vivint has the date blacked out, and the print is blurry and not readable.  The initial term of Ms. [redacted]’s Agreement has ended, and as such she will not be charged further. Ms. [redacted] remains responsible for the past due balance of $344.95, which was recently transferred to a third party collections agency.  Ms. [redacted] may settle the debt with this agency.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759 attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 20, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: July 28, 2012                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that his service was supposed to have been cancelled in April of 2016; however Vivint did not receive his notice of cancellation until October and in turn the account was sent to collections. Mr. [redacted] requests that Vivint remove his account from collections.   In an effort to assist Mr. [redacted], Vivint has agreed to remove his account from collections.   Vivint’s records confirm that Mr. [redacted]’s notice of cancellation was not received until October 9, 2016, two months after the account was written off.   Despite the information mentioned, Mr. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

September 30, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: July 24, 2014                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that she can no longer afford the Vivint security system at the price she is currently paying. Ms. [redacted] requests cancellation of her account or a lower monthly payment.   In an effort to assist Ms. [redacted], Vivint has agreed to lower her monthly payment by $20.00. Effective immediately, her monthly rate is $43.99.   Vivint’s records indicate that prior to the installation of any equipment, Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on July 24, 2014.   During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $63.99 each month during that term.  Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Ms. [redacted]’ representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.     Due to the information above, cancellation at this time is not warranted. However, as previously stated, her monthly rate has been lowered as requested.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

February 18, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 8, 2013          To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that he was misled by a Vivint representative regarding the term of her agreement, and now she is unable to cancel the account without penalty. Ms. [redacted] desires the cancellation of the account without penalty. Vivint’s records indicate that prior to the installation of any equipment; Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on August 8, 2013. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of forty-two (42) months. He also represented that he would pay a monthly monitoring fee of $[redacted] each month during that term. Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. Vivint has included a copy of this Agreement with their response. Cancellation without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 55% off the payoff amount, bringing it to $[redacted]. If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:The Vivint representative and I came to an agreement that I did/ would still like to accept, but I was told I would receive a CREDIT of 148.99 and have my account canceled. I checked my account this evening and found that instead of a credit I was charged $148.99. I will be calling to get this resolved first thing in the morning, but did not want my complaint to expire, as it has taken Vivint long periods of time to resolve mistakes in the past. If Vivint holds true to their original resolution, I will consider this matter resolved at that time.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Vivint has replaced the security equipment and has promised 6 months of credit starting February 2016.  To ensure my mother is credited for the 6 months, I have stopped the auto payment at the bank and will resume the auto payment in August.  Thanks for your help in this matter.
Sincerely,
[redacted]

January 30, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 21, 2011        To Whom It May Concern:In his rebuttal, Dr. [redacted] states that he has yet to receive his refund and in fact he was debited an additional service fee. Vivint’s records indicate that a refund in the amount of $52.34 is being sent back to the checking account on file. This refund was sent out on January 20, 2017. Due to bank procedures once a refund is initiated, refunds can take up to two weeks to reflect in the account. Although, Dr. [redacted] may not see the refund yet, Vivint’s records do show that a refund is issued. Additionally, Vivint does not show a second payment was taken other than the January 16th payments. Vivint believes that the January 18th Dr. [redacted] refers to in his rebuttal is in fact the January 16th payment. As Vivint initiated the payment, Vivint’s records show this as January 16th, but due to bank processing delays Dr. [redacted]’ bank account may reflect this payment as January 18th. If this is not the case, Vivint request a copy of Dr. [redacted]’ bank statement for January 2017 to confirm a second payment was taken. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 1, 2015           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Her Vivint system has been cancelled on March 1, 2017. Ms. [redacted] has no financial obligation with Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 22, 2014           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 3, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 13, 2007        To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he was unaware of Vivint’s $99.00 move fee. Mr. [redacted] further states that on November 21, 2017 Vivint removed $204.79 from his bank account and on December 20, 2017 Vivint removed $200.50 from his banking account causing a $33.00 over draft fee.  Ms. [redacted] desires a refund in the amount of $233.50. A refund in the amount of $233.50 is not warranted at this time. However, I have refunded Mr. [redacted] in the amount of $134.50.Vivint’s moves policy found on https://support.vivint.com/how-to/moves-policy state:If you have been a customer for at least a year and you sign a new agreement for your new residence, the moving fee will be waived. If you choose to remain under your current agreement, you will be charged a $99 move fee. If you have been a customer for less than a year, a $99 move fee will be charged. Vivint will provide you with a “like for like” system in your new residence, meaning we will provide the same number of protection points.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: July 15, 2010            To Whom It May Concern:I...

have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 22, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: June 12,...

2014           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he verbally agreed to amendments of his Agreement, but that Vivint failed to honor these amendments.  Mr. [redacted] is now in collections, and desires cancellation of his Agreement without penalty and for collection attempts to cease.Vivint’s records show that Mr. [redacted] signed a Purchase and Services Agreement on June 12, 2014, in which he represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term. On June 16, 2015, Mr. [redacted] contacted Vivint to request a deferment of his payments to Vivint due to financial difficulty.  Vivint’s representative read a statement to Mr. [redacted] to verify that he would not be responsible for payments over the next three (3) months and that these months would be added to the end of the term of his Agreement.  Vivint’s representative advised Mr. [redacted] that this deferment was a courtesy and that he should call Vivint back if he was charged for the next month.  The payment attempted in July 2015 was returned to Mr. [redacted] by his bank, and Vivint applied credit to his billing account so he would not be charged for the next two (2) months after that.  Mr. [redacted] asked for another three (3) month deferment in September 2015.  These deferments of payments are a courtesy to Vivint customers and do not void the original signed Agreement. Vivint’s records further show that Mr. [redacted] has not made a monthly payment since June 12, 2015.  After both deferments, his payments were to resume in January 2016.  Mr. [redacted]’s account has been cancelled due to non-payment, and was recently transferred to an outside collections agency.  Although cancellation of the Agreement is not warranted at this time, Vivint would like to assist Mr. [redacted].  Vivint will not hold Mr. [redacted] responsible for any more than the original forty-two (42) months agreed upon.  Further, Vivint is willing to reduce the payoff balance of Mr. [redacted]’s Agreement by 40% or reinstate his service with a reduced monthly rate. The reduced payoff amount would be $[redacted], or the reduced monthly rate for the remaining 26 months would be $[redacted] with no fee to reinstate the service. Mr. [redacted] may contact Vivint’s Billing department at ###-###-#### to accept one of these offers.  Alternately, Mr. [redacted] may settle the balance of his account with the outside collections agency.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

March 28, 2018       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]            Complainant: [redacted]...

            Vivint Account #: [redacted]            Date of Agreement: March 4, 2018                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, Ms. [redacted] explains that she is dissatisfied with the system and service. Ms. [redacted] further explains that there has been damage to her home. Ms. [redacted] requests that Vivint issue her a full refund and repair the damage.   At this time, Vivint has agreed to cancel Ms. [redacted]’s account and fully refund her upon receipt of the equipment. A representative from Vivint has recently contacted Ms. [redacted] in an effort to schedule a system removal appointment, after which the damage from the installation would be assessed. Ms. [redacted] has indicated that she would like to have the damage assessed prior to scheduling a system removal appointment. As such, Vivint’s Home Damage Department has attempted to contact her via phone and email. Ms. [redacted] should correspond with Home Damage via email or phone so that a resolution can be reached.   Following the completion of the system removal, Ms. [redacted] will receive a full refund and her account will be cancelled.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

November 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 31, 2017           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records show that the account was cancelled on November 7, 2017, per the customer’s request. Mr. [redacted] is under no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 18, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 2, 2016           To Whom It may Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is in the process of being resolved to Ms. [redacted] satisfaction. Ms. [redacted] contact Vivint’s representative if she has any additional questions or requests.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Sheri W[redacted]

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